Hospital Based Room Service

Team Members:Rob Snoad

Cindy Oberhouse

Judy Turney

Erika Lopez

Victoria Burdine

Executive Summary

• Hospital based room service will allow patients to order their meals as they like them and when they like. It will eliminate the need to mass produce trays of food and allow for personalization and increased patient satisfaction.

Introduction/Background

• Currently using:– Cook chill system– Manual menu order

• Rethermalization equipment is aging

• Improvement in efficiency needed

Objective

• Increased patient satisfaction scores – Patients choose their meal– Patients choose when to eat– Improved customer service

Scope

• Utilized in specific care units

• Users must be capable

• Provide pt with meal of choice

• High degree of quality

• Timely service

• Eliminate diet errors

Potential Benefits

• Tangible:– Billable fee-for-service– Perceived as ‘better food’– Less waste– Fewer second orders– Deciding factor for patients

Benefits (cont’d)

• Intangible:– Unique opportunity– Employee satisfaction increased– Allows employees to be creative– Personalized interactions– Innovative service

Completion Metrics

• Based on Press Ganey Patient Satisfaction survey questions:– The quality and presentation of food – The temperature of the food – Courtesy of staff

Recommended Approach

• Indirect approach

• Tested for efficiency

• Nurse education

• In-service one unit at a time

• Order of implementation: MSN, MSS, SDIC, VASC, ICU, and CCU.

Project FinancialsEquipment   $ 55,000

General Construction (floors, walls, ceiling)   $ 40,000

Mechanical (Exhaust & Make-up Air)   $ 130,000

Electrical   $ 74,000

Plumbing   $ 38,000

Software Package   $ 60,000

Patient education materials    

Diet restriction security   $ 2000

Sub-total   $ 384,000

Professional Fees   $ 45,000

Permits   $ 12,000

Contingency   $ 35,000

Total Project Cost   $ 476,000

Project Financials cont’d    Implementation periods  

  Current Year 1 Year 2 Year 3 Year 4

           

Labor $375,295 $425,739 $425,739 $425,739 $425,739

Food $1,288,000 $988,000 $988,000 $988,000 $988,000

Supply $230,000 $240,000 $240,000 $240,000 $240,000

Start - up Capitol   $158,200 $158,200 $158,200  

Total Cost $1,893,295 $1,811,939 $1,811,939 $1,811,939 $1,653,739

           

Cost per Patient Day $18.93 $18.11 $18.11 $18.11 $16.53

Based on 100,000 patient meals per year

         

Assumptions

• Increase patient satisfaction

• Lower per patient day costs

Constraints

• Proper electrical wiring

• Software application installation

• Training and development of staff

• Patient Education

• Food and Drug Interaction( Diabetics)

Issues / Risks

• All electrical wiring must be completed on tray line for steam tables

• Accessibility for impaired patients

• Food Service workflow conversion

• All network cable must be installed

Related Projects

• Kitchen Renovations

Customer Ownership

• Food and Nutrition Department

• The CBORD Group for Technical Support

IS Support

• System software updates

• Technical support

• Monitor software’s functionality

Maintenance & Operating Costs

• Financials:– Create diet cards for certain required diets – Phone systems – identification security – Pt education system

Projects’ Milestones/Schedule

• Milestone baseline finish dates:Initial Record of Agreement - 01/31/2007

Planning and Analysis - 03/31/2007

Building - 04/30/2007

Testing - 05/31/2007

Training - 06/15/2007

Go-Live - 07/01/2007

Customer Acceptance - 10/01/2007

Post Live Review - 11/01/2007

Project Flow

Patient calls to place order

Registered diet clerk takes call

Order generatesMeal tray made

Tray is delivered

Color coded menus

Order entered

in system

Questions?

Thank you for your attention and have a wonderful Holiday

Break!